I recently had an experience with Harbor & Thorne’s customer service that was quite disappointing. After ordering an item that unfortunately did not fit, I reached out for a return. I was informed that return shipping costs must be covered by the customer unless the item is defective or damaged.In today’s retail environment, where many leading brands offer free or prepaid returns to prioritize customer satisfaction, this policy feels outdated and customer-unfriendly. It places an additional burden on the buyer, especially when purchasing online where sizing can easily vary.While the responses I received were polite, the overall handling of the situation showed little flexibility or commitment to creating a positive customer experience. Unfortunately, based on this experience, I would hesitate to shop with Harbor & Thorne again and would advise potential customers to be cautious, particularly if there is any uncertainty about sizing or product expectations.I hope the company reconsiders its return policies in the future to better meet modern customer service standards.
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